Customer Support - Level 2


Job Function
Customer Success
Other Jobs from this Company
Toronto | Customer Success | Intermediate

The Customer Support-Level 2 reports directly to the Senior Manager, Customer Support; however, they will work in conjunction with a Training Manager and Senior Manager Customer Support with their respective clients for all daily duties. 

Key Deliverables

Client Support and Relationship 

– The CSL2 is responsible for understanding customer challenges, helping with resolutions, and recommending solutions based on the BookJane product suite.

– Through reactionary and proactive support engagement with our clients, the Support Agent will create a positive business relationship. 

Client Product Success

– The CSL2 is responsible for proactively assisting our clients in promoting better use of the BookJane Suite of products.

– The CSL2 is the client’s conduit to all resources available from BookJane that included but not limited to training, J360, and extended teams. 

Product and Company Growth 

– All BookJane staff are responsible for leveraging every conversation to grow deeper and broader engagement with the customer through additional modules and products.

– The CSL2 support is responsible for being the client’s voice to enhance and grow the product suite through feature requests and understanding their current and future needs.

– The ability to engage with the clients to uncover product enhancement needs and submit on behalf of the clients’ feature requests will be crucial for future product development.  


– Manage Client Support tickets through our ticketing tool Zendesk. 

– Follow company principles daily Responsiveness, Dynamic Thinking, Going Above and Beyond, Expert Guidance, Integrity, Business-Focused Technology.

– Ensure client-facing operational activities are routed quickly and efficiently and escalated when necessary

– Become an expert in the complete BookJane offering and all its features and functionalities 

– Additional ad-hoc duties as required

– Provide Product Information, Solve common problems such as username and password issues, app navigation, installation and setup issues.

– Handling break/fix and configuration issues

– Guiding customers on troubleshooting

– Finding solutions from previous cases using the Knowledge base

– Working the life cycle of a helpdesk ticket

– Provide more in-depth support and understanding of technical issues and BookJane specific troubleshooting

Qualification and Skills

– Client-focused, energetic and solution-oriented.

– Strong analytical skills  

– Deductive reasoning capabilities.

– Analytical, organized, detail-oriented and able to make objective and critical evaluations and resolutions.

– Ability to work independently and creatively

– An expert with BookJane Suite of Services. 

– Ability to work effectively in an evolving environment.

– Ability to work under pressure.

– Collect information on the problem and provide solutions to clients

– Technical knowledge, strong communication skills and technical writing ability preferred 

– Involved technical understanding of industry standards and practices

– Knowledge of relevant tools and applicable software programs

– Preferred to have experience in Zendesk or other ticket management software

– 2-5 years of experience in a similar role at a SaaS company. 

Key Performance Indicators

– Client Retention and Satisfaction

– Support Ticket Quality Reviews 

– Support KPI’s including but not limited to:

– Resolution time, one-touch tickets, First Reply time

– Evaluation from superiors and peers

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